Customer Solutions Associate - Onsite

PRA GROUP, INC.; Norfolk (VA); On-site; USD 23,000 - 35,000; Full time

Benefits offered by this job

Paid time off

Health, dental, vision benefits

401k match

Job summary

PRA Group is seeking a collections professional to work with customers on resolving delinquent accounts at our Virginia locations. The role focuses on assessing needs, creating affordable repayment plans, and maintaining compliant practices under FDCPA and related laws.

You will handle payment arrangements, document communications, and work with customers to minimize delinquencies while upholding company policies and standards.

Qualifications

• High School Diploma or equivalent.
• 1+ years of recent, consecutive work history preferred.
• Familiarity with the FDCPA, FCRA and related laws preferred.
• Excellent verbal communication and customer service skills.
• Ability to complete required trainings.

Responsibilities

• Works with customers to assess needs and develop affordable repayment plans.
• Requests debit or ACH information to secure plans.
• Updates customer accounts with contact details and status.
• Notifies customers of transfers, agreements to settle, or plan changes.
• Maintains records of financial status and collection activity in systems.
• Establishes payment schedules and grants extensions as appropriate.
• Ensures compliance with applicable laws, regulations, and company policies.
• Completes required compliance training.

Skills

Customer service

Clear communication

FDCPA knowledge

Collections experience

Education

High School Diploma or equivalent

Tools

Automated collections software

Job description

Position Summary

Works with customers to assess customer needs to determine and implement individualized account resolution. Appropriately responds to customer service inquires in a manner that promotes a positive Company brand. Complies with all aspects of the Fair Debt Collection Practices Act (FDCPA), other regulatory requirements and company policies and procedures.

Core Collections

• Works with customer to create affordable plans
• Request’s debit or ACH information to secure plans
• Modifies plans as requested by customers
• Takes appropriate action if customer disputes the account(s)
• Listens for hardship cues in customer conversations and notes account appropriately
• Update’s customer account information including; telephone, mobile, address and email
• Requests required letters to be mailed or emailed as appropriate to customers to notify of transfer of account, encourage payment of delinquent account or confirm agreements to settle account
• Records information about financial status of the customer and status of collection efforts using automated collections software
• Obtains and reviews appropriate correspondence and documents, both paper and electronic that pertain to the account
• Establishes payment schedule, grants extensions of payment deadlines or temporary payment suspension
• Settles accounts within limits authorized or obtains necessary information for supervisor to review/approve the settlement.
• Responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility
• Completes all required compliance or other training

Peer Coaching and Development

• Provides signoffs/acknowledgements for payment plans established by peers when needed
• Provides developmental support in new hire onboarding through peer-to-peer mentoring and sharing best practices

Professional Experience & Qualifications

• High School Diploma or equivalent
• 1+ years of recent, consecutive work history and/or employment preferred
• Familiarity with the Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA) and all other federal and state laws and regulations related collections preferred
• Excellent verbal communication and customer service skills
• Ability to complete required company trainings

Salary Range

Salary Range: $16.88 - $25.34 PRA Group has an effective process for assessing market data and establishing ranges to ensure we remain competitive. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, specific working location and market position. This posted salary range is a good faith and reasonable estimate, and PRA Group reserves the right to adjust this range depending on the qualifications and location of the selected candidate. In addition to base salary, PRA may offer additional benefits to include performance based bonus programs and/or equity programs depending on the position. PRA offers paid time off, medical, dental, vision, 401k match, life insurance, and other benefits to assist with the physical and mental wellbeing of our employees.

Equal Opportunity Employer

• All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law.
• We are a drug free workplace.

Eligibility

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.

Company Overview

As a global leader in acquiring and collecting nonperforming loans, PRA Group returns capital to banks and other creditors to help expand financial services for consumers. With thousands of employees worldwide, PRA Group companies collaborate with customers to help them resolve their debt. For more information, please visitwww.pragroup.com.